Call Abandon Rate
What is Call Abandon Rate?
Call Abandon Rate is the percentage of people who hang up before they are able to reach an agent. Abandon Rate is very closely related to Average Time to Answer.Alternate names: Abandon Rate
How to calculate Call Abandon Rate
What is a good Call Abandon Rate benchmark?
Abandon Rates of between 5 and 8% are considered normal. However, based on time of day and industry, rates can reach as high as 20%.
If your inbound call center receives 1,000 calls each day and 25 are abandoned, your Abandon Rate is 2.5%.
More about this metric
In call centers, callers often hang up before they reach an agent. This could be due to overly long wait times or a faulty automated queue setup. Regardless of why, a high Abandon Rate can negatively impact customer satisfaction and reduce customer retention rates. It's important to monitor this metric closely so it doesn't exceed the target threshold.
Metrics related to Call Abandon Rate
Average Speed to Answer
Average Speed to Answer (ASA) is the average amount of time taken for a call centre agent to answer...
Call Volume is the count of both incoming and outgoing calls handled. It can be used to measure the...
First Response Time
First Response Time (FRT) is the average amount of time taken for an agent to provide an initial res...